MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

MB-910 Course: Microsoft Dynamics 365 Fundamentals (CRM)

Want to learn more about Dynamics 365? This course provides a broad introduction to the features of interacting with Dynamics 365 customers. You will gain a good understanding of the concept of customer engagement, the key capabilities of customer engagement applications, as well as each of the applications designed for this purpose, such as Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Field Service. This course includes a theoretical section and practical labs.

Level: Beginner  -  Product: Dynamics 365  -  Role: Business Owner

MB-910 Training Elements

• Explore the basic capabilities of Microsoft Dynamics 365 customer engagement applications (19 units)
• Discover the fundamentals of Microsoft Dynamics 365 Customer Insights (20 Units)
• Explore the fundamentals of Microsoft Dynamics 365 Sales (23 Units)
• Explore the fundamentals of Microsoft Dynamics 365 Customer Service (18 units)
• Explore the fundamentals of Microsoft Dynamics 365 Field Service (18 Units)

MB-910 Course Content: Introduction to Microsoft Dynamics 365 (CRM)

Module 1. Explore the basic capabilities of Microsoft Dynamics 365 customer engagement applications

Lessons

• Describe the basics of Dynamics 365 customer engagement applications
• Describe the shared activities and integration options in Dynamics 365 customer engagement applications

Lab exercises:

• Work with customer engagement applications
• Manage customers and activities

Module 2. Learn the basics of Microsoft Dynamics 365 Customer Insights

Lessons

• Explore Dynamics 365 Customer Insights - Journeys
• Describe Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice
  

Lab exercises:

• Create a simple customer journey

Module 3. Explore the basics of Microsoft Dynamics 365 Sales

Lessons

• Explore Dynamics 365 Sales
• Describe the features and applications related to Dynamics 365 Sales

Lab exercise: 

• Create and manage a lead and opportunities in Dynamics 365 Sales

Module 4. Explore the basics of Microsoft Dynamics 365 Customer Service

Lessons

• Explore Dynamics 365 Customer Service.
• Describe the features and applications related to Dynamics 365 Customer Service.

Lab exercise:

• Create and manage cases

Module 5. Learn the fundamentals of Microsoft Dynamics 365 Field Service

Lessons

• Explore Dynamics 365 Field Service
• Describe the scheduling process

Language

• Course: English / Spanish

• Labs: English / Spanish

Microsoft Associate Certification: Dynamics 365 Fundamentals (CRM)

Microsoft Certified: Dynamics 365 Fundamentals (CRM)

Demonstrate fundamental knowledge of Microsoft Dynamics 365 customer engagement features.

Level: Beginner
Role: Business Owner
Product: Dynamics 365
Subject: Business applications